1 Government and European customers excluded 2 HMX and AMX™ excluded in 4-year offering3 See detailed Severity table below4 Reasonable efforts will be made to ship same day for requests received by 2:00 p.m. Circumstances such as customs, duties, tariffs and receipt mechanisms at customer locations may affect actual delivery time.

Addition Detail of Severity

Severity

Description

Examples

1

Complete loss of service for all users. Causes directrevenue loss.* Combined hardware value is greater than $2,500

This will affect a large group of customers or causes direct revenue loss.

2

Limited loss of service. No acceptable work-around available. Operations can continue in a limited fashion.* Does not cause direct revenue loss.

Many customers are not able to use an application but can perform other work-related duties. An application is down but does not directly affect revenue.